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Inbox & live support

Find conversations in Inbox

Understand the conversation list, filters, message timeline and context panel.

CCorthex product guidesUpdated October 23, 20262 min read
Where to find itInbox → All messages
In this article

Before you begin

Open Inbox and check that you are in the correct workspace. Select the conversation and review its latest customer message before taking an action.

Example workspace · Demo data. Read the conversation, review staff control and choose the next action. Select the image to enlarge it.
Inbox conversation with staff controls, reply composer and contact context

Example workspace · Demo data. Read the conversation, review staff control and choose the next action. Select the image to enlarge it.

Step by step

  1. 1

    Choose your view

    Use All messages for the workspace queue, My messages for your assigned work and Finished for completed conversations. Confirm the selected organisation.

  2. 2

    Narrow the list

    Search sessions and messages, then use the status and sorting controls. A filter can hide a conversation without deleting it.

  3. 3

    Read the timeline

    Select a chat and inspect the latest visitor message, AI/staff replies, timestamps and status events before acting.

  4. 4

    Use the context panel

    Review contact information, tags, assignment and available context. Expand Conversation references near the bottom when you need linked evidence.

  5. 5

    Check what needs a person

    A routine AI conversation is different from a staff request or unanswered customer message in a human support session.

Concept diagram · A guide to the steps and their relationship; this is not a product screenshot.
Review a request, take over, reply and choose the next state

Concept diagram · A guide to the steps and their relationship; this is not a product screenshot.

Turn conversations into follow-up, not lost context.

Bot conversations give you the message history and operational context. The Staff Console adds active visitor sessions, online presence, an inbox view, contact context, a visitor timeline, quick replies and suggested replies. Pinned priority sessions also show who pinned them, so teammates can recognise the owner of that decision at a glance.

Suggested operating cadence: check active staff sessions throughout the day, clear high-priority handoffs first, then use insights and unanswered questions to improve knowledge or add a handoff rule.

  • Conversations Review a bot’s history, individual session and conversation insights.
  • Contacts Browse known contact records and their conversation context.
  • Leads Capture visitor details and export qualifying leads for follow-up.
  • Quick replies Keep repeatable staff responses consistent while a person is handling a chat.

Good to know

The session list renders supported message formatting in its preview. The full timeline provides the complete text and sources.

Check the result

Check the conversation status and timeline after the action. When testing, use a separate visitor browser so you can see both sides.

Questions & troubleshooting

I cannot find a chat

Clear filters and search, check Finished and verify the agent/workspace. Another colleague may have changed its status or assignment.

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